Team Lead - WFM

About the role

The WFM Team Lead is responsible for managing real-time operations ensuring a smooth day-to-day delivery and achievement of service levels. This role also includes leading a team of WFM executives handling real-time tasks, driving team performance, and ensuring consistent accuracy and efficiency across all activities.

What you'll do

• Lead and manage a team of WFM executives handling real-time activities
• Monitor intraday performance to ensure service levels, occupancy, and adherence targets are met
• Manage staffing, breaks, and shrinkage to balance workload with available resources
• Perform intraday re-forecasting based on latest trend in inflow and adjust schedules accordingly
• Conduct daily and weekly performance reviews, ensuring all reports and updates are delivered accurately and on time

What you need

• 2–5 yrs of experience
• Reporting
• Coordination
• Team management
• Root cause analysis
• Data analysis
• Process improvement
• Any graduate

Good to have

• Excel
• Power BI